Rafael A. Irizarry Monge
Añasco
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Infosys
Aguadilla
02.2025 - Current
- Resolved conflicts efficiently while maintaining a calm demeanor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled requests for information about company offerings and services.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative- HDP
Optum Rx
San Juan
03.2023 - 12.2024
- Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits).
- Provides customer service support to providers through live chat, to give updates on their member's eligibility status or claims status and validates state specific requirements for claims and benefits processing.
- Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller.
- Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff.
- Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends.
Customer Service Representative- Front Pharmacy Clerk
Optum Rx
San Juan
05.2022 - 03.2023
- Handled incoming calls from Medicare and Veteran prospects to educate and enroll in AARP Medicare Advantage and Prescription Drug plans.
- Respond to member eligibility questions.
- Capture data from applicants and input that information into a web-based computer system.
- Guided callers in use of plan, prescription benefits, formulary, premiums, extra benefits, and providers.
- Identify customer needs and communicate plan solutions.
- Schedule appointments and/or meetings with customers and field agents.
- Managed request for additional information as needed.
- Perform tasks while maintaining a high level of accuracy.
- Make outbound calls to patients to advise to contact provider’s office to request new prescription refills if provider has not responded to request renewal.
- Maintain records of customer interactions, recording details of inquiries and actions taken in computer system applications.
- Answered questions from customers about their medication or any other related inquiries.
- Transferred callers to pharmacist when needed detailed information of prescription usage, dosage, switching to brand or generic, and reason of treatment.
- Participate in continuous learning and development opportunities to promote performance improvement.
Shift Lead
Walgreens
Greenville, TX
04.2021 - 05.2022
- Responsible for holding store keys to open and close without management as necessary.
- Assists with and coaches other team members to work with warehouse and vendor ordering process as the orders are created, reviewed, and received, including opening the backdoor for vendor deliveries.
- Responsible and accountable for registering all related sales on assigned cash register, including records of scanning errors, price verifications, items not on file, price modifications, and voids.
- Assists manager or assistant store manager in reviewing order exceptions on order release day and assists in reverse logistics (e.g., 1506, returns, empty package).
- Assists manager or assistant store manager in evaluating and developing displays, including promotional, seasonal, super structures, and sale merchandise.
- Completes resets and revisions.
- Maintains accurate inventory counts; maintains the accuracy of on-hand quantities including, but not limited to, basic departments, stockroom, and overstock locations.
- Assist with ensuring the Outdate program is followed with team members.
- Responsible for basic department pricing and making daily price changes; ensures proper signage is displayed at the store to support accurate pricing of products.
- Ensures any additional pricing tasks related to local regulations and/or regulatory compliance programs are completed accurately and within the required time frame.
- Assist with bookkeeping activities, including cash report, cash counts, ledgers, and bill payment as necessary or as requested.
- Assists with exterior and interior maintenance by ensuring clean, neat, orderly store condition and appearance, including requesting store or system repairs as required in manager absence, or as requested by manager.
- Assists with separation of food items (e.g., raw foods from pre-cooked) and product placement as specified by policies/procedures (e.g., raw and frozen meats on bottom shelves).
- For consumable items, assists in stock rotation, using the first in, first out method and restock outs.
- Has a working knowledge of store systems and store equipment.
- Assist at Pharmacy out window as requested.
- Ensures compliance with state and local laws regarding regulated products (e.g., alcoholic beverages and tobacco products).
- Responsible for bag checks of team members before leaving the store.
- Complies with all company policies and procedures; maintains respectful relationships with coworkers.
- Completes special assignments and other tasks as assigned.
Pharmacy Technician
Walgreens
Greenville, TX
12.2020 - 04.2021
- In accordance with state and federal regulations, assists the pharmacist, under direct supervision, in the practice of pharmacy.
- Assists the pharmacist in the performance of other Pharmacy Department duties in accordance with Company policies and procedures.
- Responsible for using pharmacy systems to obtain patient and drug information and process prescriptions.
- If PTCB or ExCPT is certified, assists with and coaches’ pharmacy technicians in the operation of pharmacy systems and cashiers in the operation of the pharmacy cash registers.
- Models and delivers a distinctive and delightful customer experience.
- Under the supervision by the pharmacist, assist in the practice of pharmacy, in accordance with state, federal, and company policy.
- Reviews and complies with the Walgreen Co. Pharmacy Code of Conduct.
- Performs duties as assigned by Pharmacy Manager, Staff Pharmacist and Store Manager including utilizing pharmacy systems to enter patient and drug information, ensuring information is entered correctly, filling prescriptions by retrieving, counting and pouring pharmaceutical drugs, verifying medicine is correct, and checking for possible interactions.
- Assists pharmacists in scheduling and maintaining workflow.
- Reports, immediately, prescription errors to pharmacist on duty and adheres to Company policies and procedures in relation to pharmacy errors and the Quality Improvement Program.
- Strictly adheres to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription dispensing activities.
- Responsible and accountable for registering all related sales on assigned cash register, collects and handles cash as required.
- Takes customer to OTC aisle, when possible, to assist in locating products.
- Handles telephone calls that do not require personal attention of the pharmacist, including those to physicians.
- Processes (corrects and resubmits) manual claims for third party program prescription services in a timely and efficient manner, and performs other clerical duties, as assigned by the Pharmacy Manager.
- Assists and supports Pharmacy Department on inventory management activities, such as, ordering, unpacking, checking and storing shipment of pharmaceuticals.
- Maintains knowledge of Company asset protection techniques, and files claims for warehouse overages (merchandise received, but not billed), shortages (merchandise billed, but not received), order errors or damaged goods involving Rx drugs.
- May assist pharmacist in administering clinical services including the collection and proper labeling of blood/urine samples from patients and other clinical services as required; assists pharmacy staff in coordination of clinical services, Walgreens healthcare clinics and external providers.
- Assists Pharmacy Manager and Staff Pharmacist in developing and maintaining good relationships with the local medical community, including physicians, nurses, and other health care providers, by medical provider detailing and outreach to health groups, retirement homes, nursing homes, and other forums for enhancing growth opportunities.
- Assists with exterior and interior maintenance by ensuring the Pharmacy Department is stocked with adequate supplies, clean, neat and orderly in condition and appearance.
- Complies with all company policies and procedures; maintains respectful relationships with coworkers.
- Completes special assignments and other tasks as assigned.
Education
Associate’s degree -
Dewey University
Mayaguez, PRHigh School Diploma -
Inés María Mendoza
Cabo Rojo, PRSkills
- Bilingual (Spanish/English)
- Certified CPR
- Microsoft Office
- Adaptability
- Communication skills (verbal/written)
- Problem-solving
- Data entry
- Teamwork/ Team collaboration
- Time Management
- Pharmaceutical knowledge
- Medical data entry
- Compliance
- Quick learner
- Attention to detail
- Computer skills
- Critical thinking/ Conflict resolution
Certification
- Emergency Medical Technician Certification, ARMY/National Guard, 2024-08-31
- Health Plan Sales Agent, ARMY/National Guard, 2023-06-01, 2025-06-30
- CPR and First Aid Certified, ARMY/National Guard, 2024-07-31
Languages
English
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Infosys
02.2025 - Current
Customer Service Representative- HDP
Optum Rx
03.2023 - 12.2024
Customer Service Representative- Front Pharmacy Clerk
Optum Rx
05.2022 - 03.2023
Shift Lead
Walgreens
04.2021 - 05.2022
Pharmacy Technician
Walgreens
12.2020 - 04.2021
Associate’s degree -
Dewey University
High School Diploma -
Inés María Mendoza